Is Your Company using SharePoint for IT Service Desk Management?

It very much depends on the size of your organization.  If you are a small organization, for example 100 people, then a SharePoint-based solution would be very useful.  I set up a little system using an InfoPath input form and a few columns on a SharePoint list, and a department used it extensively for its facilities trouble ticket system, and the same functionality can be used for a small IT help desk. 

For an organization with thousands of employees, I agree with those who posted above indicating a professional system is the best way to ensure ITIL methodology, which in a large organization truly is essential.